Refund policy

REFUND & RETURN POLICY

Last updated: September 17, 2026

At FORTMAXX, we want you to be happy with your purchase. If you experience a problem with your order, please contact us and we will work with you to find an appropriate solution.

This Refund & Return Policy explains when returns, refunds, replacements, and exchanges may be available for purchases made through https://fortmaxx.com/.

1. CONTACT US FIRST

If you have an issue with your order, please contact us at:

Email: support@fortmaxx.com

Please include your order number and a clear description of the issue.

For damaged, defective, incorrect, or missing items, we may ask you to provide photographs or videos so that we can investigate the issue with our fulfillment and shipping partners.

  • Please do not send any product back before receiving return instructions from FORTMAXX.

2. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when you receive it.

If your item arrives:

  • Damaged

  • Defective

  • Incorrect

  • Missing

  • Significantly different from the product ordered

please contact us as soon as possible.

Depending on the circumstances, FORTMAXX may offer:

  • A full or partial refund;

  • A replacement or resend;

  • Another appropriate solution.

For certain issues, we may ask for photographs or videos of the product and its packaging.

Where appropriate, FORTMAXX will work with our fulfillment partner to investigate the issue and determine the available resolution.

You should not return a damaged, defective, or incorrect item unless FORTMAXX has specifically instructed you to do so.

3. RETURNS FOR CHANGE OF MIND

For customers outside jurisdictions that provide mandatory statutory cancellation or withdrawal rights, FORTMAXX may accept a return request for an eligible item within 30 days after delivery, subject to the conditions below.

The item must generally be:

  • Unworn and unused;

  • In its original condition;

  • In its original packaging, where applicable;

  • With tags, laces, accessories, and other included items intact, where applicable;

  • Accompanied by valid proof of purchase.

For footwear, the item should not show signs of outdoor use, wear, washing, alteration, or damage caused after delivery.

Because FORTMAXX may use third-party fulfillment partners, return arrangements are handled on a case-by-case basis.

A return must be approved by FORTMAXX before the product is shipped back.

We will provide the appropriate return instructions and, when a physical return is required, the authorized return address.

Do not send a return to an address obtained from a previous order, product listing, supplier, or third party.

Unauthorized returns may not be accepted.

4. RETURN SHIPPING COSTS

For a change-of-mind return, the customer may be responsible for the cost of returning the item, unless otherwise required by applicable law or agreed by FORTMAXX.

For an item that is damaged, defective, incorrect, or otherwise eligible for a remedy because of an issue attributable to FORTMAXX or our fulfillment process, FORTMAXX will determine the appropriate return or resolution process.

In some cases, a physical return may not be required.

Return shipping arrangements and costs may therefore vary depending on the reason for the return, the destination country, the product, and applicable law.

5. IMPORTANT RETURN INSTRUCTIONS

Please do not return an item before your return request has been reviewed and approved.

If a return is approved, FORTMAXX will provide the applicable return instructions and authorized return address.

The appropriate return destination may vary depending on the order and fulfillment location.

A product sent to an unauthorized address may be delayed, lost, or rejected, and FORTMAXX may not be able to provide a refund for an unauthorized return.

6. NON-RETURNABLE OR RESTRICTED ITEMS

Some products may not be eligible for return because of their nature, applicable hygiene requirements, personalization, or applicable law.

Examples may include:

  • Personalized or customized products;

  • Products made specifically to a customer's specifications;

  • Sealed products that cannot be returned for health or hygiene reasons once opened, where permitted by applicable law;

  • Gift cards;

  • Products clearly identified as non-returnable before purchase;

  • Products that have been materially altered, damaged, or used beyond what is reasonably necessary to inspect their nature, characteristics, and functionality, where applicable law permits such restriction.

For footwear, normal fitting and inspection should not by itself prevent a return where applicable law provides a right of return. However, customers should take reasonable care to avoid marking, damaging, or unnecessarily wearing products they intend to return.

Any exclusion from returns is subject to mandatory consumer rights that may apply in the customer's country.

7. SALE ITEMS

Sale, promotional, or discounted products may be subject to specific return conditions stated at the time of purchase.

However, nothing in this policy limits or excludes any mandatory consumer rights that apply under the laws of the customer's country.

8. EXCHANGES

FORTMAXX does not guarantee direct product exchanges.

If you need a different product, size, color, or style, we may ask you to return the original item where permitted and place a new order.

For footwear, if you require a different size, we may recommend returning the original item and placing a new order, subject to product availability.

For defective, damaged, incorrect, or missing products, FORTMAXX may provide a replacement or resend where appropriate instead of requiring a new purchase.

9. EUROPEAN UNION — 14-DAY RIGHT OF WITHDRAWAL

If you are a consumer located in the European Union and your purchase is subject to the EU consumer protection rules, you generally have the right to withdraw from your online purchase within 14 days without giving a reason, subject to applicable legal exceptions.

For goods, the withdrawal period generally begins when you, or a person designated by you other than the carrier, receives the goods.

Where an order is delivered in multiple shipments, the applicable withdrawal period may be calculated from receipt of the last item, as required by applicable law.

To exercise your right of withdrawal, contact us at:

support@fortmaxx.com

Please provide your order number and a clear statement that you wish to withdraw from the purchase.

You may be required to return the goods in accordance with the applicable legal requirements and the return instructions provided by FORTMAXX.

Unless otherwise required by applicable law, the customer may be responsible for the direct cost of returning goods when exercising the right of withdrawal, provided the required information about return costs was provided before purchase.

Certain products are exempt from the right of withdrawal under applicable law, including certain personalized or customized goods and other legally exempt products.

Nothing in this policy limits your statutory rights under applicable EU consumer protection laws.

10. UNITED KINGDOM — CANCELLATION RIGHTS

If you are a consumer in the United Kingdom, you may have statutory cancellation rights for online purchases.

In general, eligible customers may notify the seller of their decision to cancel within 14 days of receiving the goods, followed by the applicable period for returning the goods.

Where applicable, refunds will be processed in accordance with UK consumer protection law.

Nothing in this policy limits or excludes any statutory rights you may have under UK law.

11. REFUNDS

Once your request has been reviewed, we will notify you whether your refund has been approved.

If a refund is approved, it will normally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may depend on your payment provider, bank, or card issuer.

Where applicable law requires a specific refund timeframe, FORTMAXX will process the refund within the period required by law.

For approved returns, we may wait until the returned product has been received or until you provide sufficient evidence that it has been returned, where permitted by applicable law.

12. PARTIAL REFUNDS

In certain circumstances, a partial refund may be offered where:

  • An item has minor damage that does not prevent normal use;

  • Only part of an order is affected;

  • A product issue qualifies for a partial remedy;

  • A product has been returned with damage or use beyond what is reasonably necessary to inspect it, where applicable law permits a corresponding reduction;

  • A partial refund is otherwise agreed between FORTMAXX and the customer.

Any partial refund will be communicated to the customer before it is processed.

13. REFUNDS FOR LOST OR UNDELIVERED ORDERS

If your order does not arrive within the applicable delivery period, please contact us.

We will investigate the shipment with our fulfillment and shipping partners.

Depending on the circumstances, the available resolution may include:

  • Reshipment;

  • Refund;

  • Investigation with the carrier;

  • Another appropriate solution.

The resolution may depend on tracking information, carrier records, the destination country, customs status, and the circumstances of the shipment.

Nothing in this section limits any mandatory consumer rights concerning non-delivery or delayed delivery.

14. CUSTOMS, REFUSED, OR UNCLAIMED PACKAGES

Customers are responsible for providing accurate shipping information and, where applicable, cooperating with local customs and delivery requirements.

If a package is returned, abandoned, destroyed, or otherwise undeliverable because of incorrect information provided by the customer, refusal to accept the package, failure to collect the package, or failure to complete required customs procedures, additional costs or limitations may apply.

Any refund or reshipment in such circumstances will be evaluated on a case-by-case basis and subject to applicable law.

15. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible at:

support@fortmaxx.com

We will try to accommodate cancellation requests received before the order enters processing or fulfillment.

Once an order has been processed or shipped, cancellation may no longer be possible and the customer may need to follow the applicable return or withdrawal process.

Nothing in this section limits any statutory cancellation rights that may apply.

16. CUSTOMER RESPONSIBILITY

Customers are responsible for:

  • Providing accurate shipping information;

  • Reviewing their order before completing payment;

  • Selecting the appropriate product size and reviewing available size information before ordering;

  • Following return instructions;

  • Providing requested evidence when reporting damaged, defective, or incorrect items;

  • Taking reasonable care of products that are being returned;

  • Returning products in the condition required by the applicable return policy or law.

17. STATUTORY CONSUMER RIGHTS

Nothing in this Refund & Return Policy is intended to limit, exclude, or waive any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

If mandatory consumer protection laws in your country provide you with rights that are more favorable than those described in this policy, those legal rights will apply.

18. CONTACT US

If you have any questions about returns, refunds, replacements, or cancellations, please contact us:

FORTMAXX

Operated by SOFTECH LTD

Company number: 17442219

Email: support@fortmaxx.com

Website: https://fortmaxx.com/

Registered Office:
128 City Road
London
EC1V 2NX
United Kingdom

Telephone: +44 7411 203175

Please include your order number whenever possible so that we can assist you more efficiently.

FORTMAXX
Footwear · Bags · Accessories · Lifestyle